Create a number plan for the 711 Telecommunications Relay Service

  • Telephony > Plugin > All permission

The Telecommunications Relay Service (TRS) is a telephony service that allows people with hearing or speech disabilities to use a phone to make and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico, and the United States territories for local and long-distance calls.

You can find the TRS number for your state in the Telecommunications Relay Services Directory.

To allow Genesys Cloud users to use TRS, you must create a special number plan.

  1. Click Admin.
  2. Under Telephony, click Sites.
  3. Click Menu > Channels > Telephony > Sites.
  4. Select your site from the Site Name list.
  5. Click the Number Plans tab.
  6. Click New Number Plan.
  7. Enter a name in the Number Plan Name box.
  8. Select Regular Expression from the Match Type list
  9. Enter the following regular expression in the Match Expression box:

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  10. Consult TRS directory and enter the TRS number for your state in the Normalized Number Expression box.
  11. Select National from the Classification list.
  12. Click Save Number Plans.